
Quality Analyst
4 days ago
Responsibilities
- Monitors all interactions and ensures accuracy of the same with on-time/immediate feedback to the floor
- Coordinates and facilitates call calibration/training sessions for call center staff
- Publishes quality trends, feedback and improvement / enhancement reports
- Conduct quality monitoring and coaching
- Deal tactfully and courteously with clients
- Produce Quality reports and dashboards such as TNI, Pareto etc.
- Drive process improvement and ensure process compliance
- Contribute to the development of the short and long term goals of the process
- Ensure quality, NPS and CSAT targets are met at all times
- Drive first call resolution and quality initiatives in the program
Skillset
- Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Intermediate level of knowledge in MS-Office.
- Works accurately and with an eye for details.
- Willing to work onsite at BGC, Taguig for a shifting schedule.
Job Type: Full-time
Pay: Up to Php31,500.00 per month
Benefits:
- Flextime
Education:
- Bachelor's (Preferred)
Experience:
- QA: 1 year (Preferred)
Language:
- English (Preferred)
Work Location: In person
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